Using Hanlon’s Razor and maintaining empathy in customer service takes a little practice. It helps having a mentor like Bob ...

Empathy in business allows you to see the world through the eyes of clients, customers, and even rivals. It’s about listening, not just hearing words, but truly comprehending the unspoken frustrations ...

What do your salespeople say? What about customer service reps? Listen to their stories and add them to your empathy mapping. When filling out the map, don't get mucked up in the details. If you're ...

Health insurance companies such as UnitedHealthcare and Florida Blue are increasingly leaning on generative artificial ...

MORE than 6,000 employees of Prasarana Malaysia Bhd are being upskilled through a programme organised by the public transport ...

Many people are familiar with the concept of a user persona, but empathy mapping can help you discover the optimal users and customers for your offerings. We'll be in your inbox every morning ...

Evolving customer expectations and the role of AI in customer experience. Insights from the CEE 2024 Report reveal shifting consumer expectations in the Philippines. Surveying over 10,200 Filipino ...

Connecting business goals, customer insights, and outcomes ensures that your marketing team consistently makes the right decisions. And it all starts with a framework for using empathy. Lija Hogan ...

The future of customer service will require a strategic blend of human and virtual agents, says Capgemini. The report – Unleashing the value of customer service – found that whilst virtual agents are ...